Program Manager is responsible for high-level relationship management for either very large single client or portfolio of mid-size clients. He/she serves as the primary management contact and client liaison during delivery of a professional services engagement or an outsourced solution.
Program Manager is strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship and pricing/commercial strategy.
Customer Satisfaction - Act as overall escalation point for the customer account as it relates to quality management. The Program Manager will take the lead in operational discussions with the customer and proactively monitor and share publicly customer feedback through the Customer Care Database ensuring appropriate actions are taken and shared with the customer in a timely manner.
Operational Excellence - Lead in defining, rolling out, and measuring processes for all program related services. The Program Manager will lead and certify for operational readiness, support in hiring, and focus on lowering costs related to client solutions and services.
Business & Financial - Program Manager owns the overall financial health of the program and it's projects and works with the account and site leadership to drive teams to improve all areas process, people and technology. This could include but not limited to evaluation of outsourcing performance and behaviour, innovation of process and technology to increase productivity and/or profitability
Personally engage with customers as senior operational leader: understand customer business issues and lead global teams to execute on defined solutions across all service offerings
Accountable for increasing organic program revenue, managing margin and other KPIs.
Work with operations leadership to insure customer satisfaction and implement continual process improvement, measurement/benchmarking, and automation across all lines of service delivery
Track and monitor performance of global delivery teams and external suppliers to achieve high levels of customer satisfaction, quality, and profitability
Responsible for operational revenue forecast and partners with sales team on sales forecast
Help support as a key interface with clients at the last stage of the sales cycle, provide thought leadership as solutions are being crafted, and drive transition and onboarding new clients as appropriate
Be the primary communication link and escalation path across the customer program
Other tasks assigned by the supervisor.
8-10 years' experience in project management, program management, prior artificial intelligence industry experience a plus
E xtensive inter-personal skills, excellent business planning skills, cross-group coordination at all levels, business acumen, and the ability to work on several diverse projects at the same time
Knowledge of key sales processes and tools
Passion about our customers, our technology and our people
Strong analytical/problem solving skills, demonstrated success in driving complex strategies and projects, outstanding organizational skills and agility, proven project management skills and be a motivated self-starter.
Superior judgment, team building, budgeting, and the ability to work under continual deadline pressure required
Strong oral and written communication skills, including slide concept creation, requirements documents and presentation-building
Adaptability, flexibility and the ability to deal with ambiguity and juggle multiple assignments and deadlines associated with working in a fast paced and changing environment.
Strong project management and negotiation skills while working within established business priorities and constraint.
Demonstrates an overt creativity and innovation capability.
Able to establish instant credibility, and will be a leader who both speaks and acts with the confidence gained through experience
A consistent, "can do" attitude, and will act quickly to rally organizations around a common vision
Background in Linguistics or Computational Linguistics or other related area with experience in
semantics, syntax, morphology or lexicography preferred.
Ability to quickly grasp technical concepts; should have an interest in Natural Language Processing
Previous experience in NLP is a plus
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